AI detects churn signals from engagement patterns and drafts personalized retention messages. Success managers review before every send.
By the time customers cancel, it is too late. The decision to leave happens weeks before the cancellation click, when usage drops, emails go unanswered, and engagement fades. Early intervention during this window can save accounts, but identifying at-risk customers and crafting personalized outreach does not scale without AI.
MultiMail's AI agent analyzes email engagement patterns and usage data to score churn risk, then drafts personalized retention emails for at-risk customers. Gated_send oversight ensures customer success managers review and approve the outreach strategy before any communication reaches the customer.
The AI agent monitors engagement metrics — declining API usage, unanswered emails, reduced login frequency — and scores churn risk for each account.
For high-risk accounts, the agent drafts a personalized check-in email referencing specific usage changes and offering relevant assistance or resources.
With gated_send, the retention email enters the approval queue. The customer success manager reviews the message, adds personal context, and approves.
The agent monitors replies using check_inbox, tracking whether the customer re-engages, schedules a call, or remains at risk.
import requests
API = "https://api.multimail.dev/v1"
HEADERS = {"Authorization": "Bearer mm_live_xxx"}
response = requests.post(
f"{API}/send",
headers=HEADERS,
json={
"from": "[email protected]",
"to": ["[email protected]"],
"subject": "Checking in - anything we can help with?",
"text_body": (
"Hi Sam,\n\n"
"I noticed your team hasn&"cm">#039;t used the API in the last 2 weeks. "
"Is everything working as expected?\n\n"
"If you&"cm">#039;re running into any issues, I'd love to help. A few "
"things that might be useful:\n\n"
"- Our new webhook support could simplify your integration\n"
"- We recently improved email threading accuracy\n"
"- I can set up a 15-min call to troubleshoot any blockers\n\n"
"Just reply to this email or book a call: "
"https://cal.yourcompany.com/success-team\n\n"
"Best,\nYour Success Team"
),
"html_body": "<p>Hi Sam,</p><p>I noticed your team hasn&"cm">#039;t used the API...</p>"
}
)
print(f"Retention email queued for CSM review: {response.json()[&"cm">#039;id']}")Draft a personalized retention email for an at-risk customer.
import requests
API = "https://api.multimail.dev/v1"
HEADERS = {"Authorization": "Bearer mm_live_xxx"}
"cm"># Search for customers with declining engagement
at_risk = requests.get(
f"{API}/contacts/search",
headers=HEADERS,
params={"query": "declining-engagement active-subscription"}
).json()
for customer in at_risk["results"]:
print(f"At-risk: {customer[&"cm">#039;name']} ({customer['email']})")
# Draft personalized retention email
response = requests.post(
f"{API}/send",
headers=HEADERS,
json={
"from": "[email protected]",
"to": [customer["email"]],
"subject": "Checking in - noticed some changes",
"text_body": f"Hi {customer[&"cm">#039;name']}, I noticed some changes in your usage..."
}
)
print(f" Retention email queued: {response.json()[&"cm">#039;id']}")Search contacts and analyze engagement patterns to identify at-risk accounts.
"cm">// Find customers showing churn signals
const atRisk = await mcp.search_contacts({
query: "declining-usage active",
limit: 20
});
"cm">// Send personalized check-in for each
for (const customer of atRisk.results) {
const result = await mcp.send_email({
to: customer.email,
subject: "Checking in - anything we can help with?",
text_body: `Hi ${customer.name}, I noticed your API usage dropped recently...`
});
await mcp.tag_email({
email_id: result.id,
tags: ["churn-prevention", "retention-outreach"]
});
}
"cm">// Monitor for positive responses
const inbox = await mcp.check_inbox({
mailbox_id: "success-mailbox-id",
status: "unread"
});
console.log(`${inbox.emails.length} retention responses to review`);Use MCP tools to identify at-risk customers and send retention emails.
AI detects engagement decline weeks before customers cancel, giving your team time to intervene and address issues proactively.
Each retention email references the customer's specific usage changes and offers relevant solutions — not generic 'we miss you' messaging.
Gated send ensures customer success managers review every retention email, adding personal context and strategic awareness to the AI-drafted message.
Track which retention emails lead to re-engagement versus eventual churn. Optimize messaging and timing based on actual save rates.
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